What are the key traits of an effective knowledge management system?

Implementing an effective knowledge management system improves the customer experience, internal communication, and ultimately, the bottom line. But that begs the question: “What must be included in an effective knowledge management system?” We’d suggest looking for these features when evaluating your knowledge management system:

  1. Is your median customer review improving?
  2. Is the average open ticket time decreasing?
  3. Are team members spending less time on non-critical tasks?
  4. Is cross-department knowledge sharing increasing?
  5. Does the executive team actively endorse the knowledge management strategy?